Before you begin

• Make sure you have the recommended hardware for Dutchie Ecommerce order terminal.
• Make sure you have the Store Settings user permission.
• Update your iPad to the latest version of iPadOS.

Table of contents

• Order Terminal App is not responding
• Orders aren't appearing
• Connectivity issues with iPad and printer
• Wi-Fi network issues
• Terminal shows “Currently Closed” 
• “Error generating…” message
• Perform a quick Terminal reset to reconnect the iPad to Dutchie Admin
• Perform a hard Terminal reset to reconnect the printer to the iPad 

Order Terminal App is not responding

Update your iPad to the latest version of iPadOS.

Quit and reopen the Order Terminal App.

Orders aren't appearing

First, make sure the app is set up to show the correct order types:

1. In the order terminal app, select the Settings gear in the upper right corner. 
2. Select Connected To and select all order types that you want to appear on the terminal.
   
3. Choose an Order Sorting setting and verify that the Printer Status is Connected.

Next, try these general troubleshooting steps:

1. Quit and reopen Order Terminal App.
2. Ensure the device is connected to the internet (not just wifi) by printing a test receipt.  Go to Settings > Troubleshooting > The printer is no longer printing receipts > Print test receipt.
3. Restart the app by double pressing the home button, then swipe up on the Dutchie Ecommerce app to close it.  Wait 10-15 seconds, then reopen the app.

Connectivity issues with iPad and printer

Confirm only the following items are plugged into the printer:

• Printer power cord
• Apple Lightning cable, plugged into the USB port labeled "iPad"

Note: If any additional items, for example, an Ethernet cable or scanner, are plugged into the back of the printer, the device will not function as intended.  

1. Check that the printer has paper and it is loaded properly. The paper feeds over the top of the roll, not from underneath.  There's a helpful diagram inside the door of the printer for reference.
2. Make sure the cable from the iPad to the back of the printer is connected to the "iPad" USB port.
3. Print a test receipt.  Go to Settings > Troubleshooting > The printer is no longer printing receipts > Print test receipt.
4. Restart the app by double pressing the home button, then swipe up on the Order Terminal app to close it.  Wait 10-15 seconds, then reopen the app.

Wi-Fi network issues

To ensure the Terminal iPad device is connected to the internet by following these troubleshooting steps:

1. Visit the iPad settings. 
2. Select another secure and available network. 
3. Quit and restart the Order Terminal App.

 If you continue to have Wi-Fi network issues, try the following steps:

1. Check that Last Online on the device card in Dutchie Admin Settings > Devices is for today, at within the past hour.
2. Print a test receipt from the Terminal by navigating to Settings in the top right corner > Troubleshooting > The printer is no longer printing receipts > Print test receipt.
3. On the receipt, check the number under Network Connection . If it is 200, then the terminal is connected to the internet.
4. Make sure Last Check-In is for today, at the current time, as this should update automatically, roughly every 10 seconds.

Terminal shows “Currently Closed” 

This error message indicates that the device doesn’t have an internet connection. 

If the device shows “currently closed,” but you have confirmed a strong network connection, and it is currently within the store's online ordering hours, try the following steps. 

Follow these steps to troubleshoot the iPad’s internet connection:

1. Visit the iPad settings. 
2. Select another secure and available network. 
3. Quit and reopen the Order Terminal App.

Note: If possible, use a personal hotspot to rule out any internet concerns for further troubleshooting.

“Error generating…” message

If the Terminal device has been deleted from Dutchie Admin, or it has been shaken to reset the data, and an "Error generating..." is appearing, you may also see the "currently closed" message.

 The "currently closed" error message indicates that the device doesn’t have an internet connection. 

Follow these steps to further troubleshoot the iPad’s internet connection:

1. Visit the iPad settings and select another secure and available network. 
2. Quit and reopen the Order Terminal App.
3. Add the new 5-digit code to the Settings > Devices tab in Dutchie Admin. 
   • The old terminal should be deleted after the device is newly connected. 
4. If you are seeing the error code: “Error retrieving access code. Please check your internet connection and click get help below then generate new code”, this can point to Wi-Fi/Network issues. 

Note: Confirm if you are using a VPN or Wi-Fi booster, as well.

Perform a quick Terminal reset to reconnect the iPad to Dutchie Admin

A shake and reset clears all data from the Dutchie app and starts the device with a new 5-digit code to add the Device to Dutchie Admin. 

1. With the Dutchie app open, grasp the iPad firmly.
2. Physically shake the device to generate the prompt to Reset Data.
3. Select Clear all data.
   
4. A new 5-digit code will appear.
5. In Dutchie Admin, select Settings > Devices > Add a Device. Note that this requires the Store Settings user permission.
6. Enter the 5-digit code provided on the Dutchie App.

Perform a hard Terminal reset to reconnect the printer to the iPad 

A hard reset unplugs and restarts the Terminal iPad and Printer, in a very specific order, to ensure that the Terminal is correctly set up to process orders. 

To perform a hard reset, following these steps:

1. Close the Dutchie app, by double-clicking on the circle button and swiping up on the app.
2. Turn off Wi-Fi in the iPad's Settings app.
3. Shut down the iPad by heading to the Settings app > General > Shut Down.
4. Once the iPad is completely shut down, unplug the iPad from the charge cable.
5. Open the back of the printer and unplug all cables.
6. Wait for 60 seconds.
7. Plug the iPad charge cable and power cord back into the printer.
   • There should be nothing else plugged into the printer.
   • Make sure that the iPad charge cable is plugged into the port labeled "iPad" on the printer before you plug it into the iPad.
8. Plug the iPad charge cable in to the iPad. The iPad should start to turn on.
9. Open the iPad's Settings app and turn on Wi-Fi.
10. Wait for 60 seconds for Wi-Fi to reconnect.
11. Open the Dutchie app.
12. Print a test receipt by clicking on Settings in the top right corner > Troubleshooting > The printer is no longer printing receipts > Print test receipt.

Related article

• Reset your Dutchie Ecommerce Order Terminal
• Troubleshooting your Dutchie Ecommerce terminal